Ron Acree

Email: abqrtk@r.postjobfree.com

Address: ***** *. ***** ***

City: Claremore

State: OK

Zip: 74019

Country: USA

Phone: 417-***-****

Skill Level: Management

Salary Range: $85,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Ron Acree, - -

Ron C. Acree

(C) 417-***-**** abqrtk@r.postjobfree.com

Director/Mentor/Leadership Developer

Strategic Planning Multi-Site Operations Strategic Alliances

Full P&L - New Business Development Team Leadership

Finance & Budgeting Organization Design & Development

Successfully developed and coached future management professionals for over 20 years through one on one relationships. Focused on helping people succeed by assisting them in developing the skills critical to leading motivated and successful teams. Its not about being a cheerleader. Adhere to the practice for successful coaching and leadership which is achieved through relational experiences combined with consistent and focused measurement and feedback.

PROFESSIONAL EXPERIENCE

Direct Energy, Tulsa, OK March 2012 Feb 2013

Sr. Manager, Outsourced Vendors

Responsible for all Key Performance Indicators and associated planning to meet those goals. Key team member during successful migration of inbound call center from internal Ennis, TX location to external vendor in Tucson, AZ.

Identified AHT forecast issue that averted understaffing at vendor.

Reduced required FTE by 18% through streamlining processes and implementing appropriate metrics.

Successfully transitioned process from Ennis, TX to Tulsa.

Managed two teams responsible for all customer and regulatory complaints. Developed tracking and compliance tools to ensure all KPI and regulatory requirements were met.

JPMorgan Chase, Card Services Springfield, MO March 2008 March 2012

AVP, Inbound Services

Manage staff of 12 direct report managers with total responsibility of approximately 230 advisors. Coach Team Managers on developing advisors. Responsible for meeting contractual service levels of largest Chase partner card that contributed over 25% of Chase Card Services revenue.

Meet monthly with Relationship Manager and United executives to review SLA.

Achieved 100% Service Level Objectives 50 of 52 weeks.

Achieved and maintained highest customer satisfaction scores for the enterprise 10 of 12 months.

Achieved highest employee retention rate in the site at 87% for 2011.

Increased First Person Resolution 11% which in turn led to a 7% increase in Customer Satisfaction Surveys.

AVP, Internet Tier II

Manage staff of 8 direct report managers with total responsibility of approximately 180 advisors. Coach Team Managers on developing advisors. Mentor, develop, and build relationships with team.

Successfully transitioned over 100 Retail bankers into Card Services, Online Support

Established Card Services model for mentoring called Cookies & Conversation.

AVP, Enhanced Service

Manage staff of 6 direct report managers with total responsibility of approximately 110 advisors, to achieve product sales goals, insure quality, motivate, mentor, and develop staff members.

2008 Enhanced Services AVP Award winner for top sales team

Autobotics Inc., Claremore, OK 2005 2008

Service organization focused on manufacturing automation.

Director, Sales and Finance

Establish and implement marketing plan for this start-up company. Developed strategic relationships with equipment distributors to increase sales income. Developed 5-year business plan focused on quality service and establishing contractual relationships.

Increased gross billed services from $497k to $960k in three years with no increase in staffing

Full P&L responsibility

Expand income streams with multi-faceted approach into sales, contractual services, and training

RCB Bank, Claremore, OK 2001 2005

Community bank with $900M in assets and 12 locations.

Vice President, Operations

Oversee daily functions of Customer Service, Bookkeeping, Security, ATM Network, Supplies, Print Shop, Mailroom, and Couriers. Oversee all physical building and security issues at 12 locations. Responsible for ACH/EFT processes and compliance. Oversee lockbox processing and sales. Executive operational representative for due diligence oversight during acquisition and merger processes.

86% increase in monthly ATM income achieved through strategic application of Transfund rules governing pledged vs. not pledged ATMs.

Researched and recommended ACD phone system with increased functionality to improve the customer experience and capture measurable data.

Initiated RFP for digital security systems. Published and distributed RFI. Analyzed various hardware and software. Led implementation of DVR at all 12 branches and coordinated with IT Department for installation.

Metris Companies Inc, Tulsa, OK 1995-2001

Director, Operations

Successfully planned and transitioned processes in-house within 90 day timeframe.

Reduced costs 12% first year and 21% by fifth year by recruiting experienced management team, motivating front-line staff, and securing successful relationships with strategic partners.

Full responsibility for $5 million budget.

Presented Operation Department overviews during IPO process.

USAA Federal Savings Bank, San Antonio, TX 1986-1995

A worldwide insurance and diversified financial services group of companies serving more than 8 million customers, primarily members of the U.S. military and their families. The banking division was established in 1984.

Director, Operations, Tulsa, OK & San Antonio, TX 1991 1995

Direct 3 divisions of Credit Card Operations Department. Responsible for PCF, Application Processing, Data Entry, and Mailroom. 6 direct and 95 indirect reports. Lead transition and implementation of entire department from Tulsa, OK to San Antonio, TX 1993-1994.

Collections Manager, Tulsa, OK 19881991

Direct team of collectors responsible for utilizing phone and correspondence to collect accounts from delinquent to charge-off and recovery. Ensure compliance with FDCPA.

Operations Supervisor, Tulsa, OK, 1986 1988

Direct Application Processing group responsible for receiving, tracking, and processing all credit card applications. Ensure appropriate credit report accessed and forwarded to Credit Department.

EDUCATION

Business Management, Rogers State University

The Payments Institute, NACHA, University of Washington

ABA School of Credit Card Banking, University of Oklahoma

COMPUTER PROFICIENCIES

Excel, Word, Access, Project, PowerPoint, Outlook, QuickBooks Pro

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